Mitigate the Gap between Customer Expectations and Actual Experiences
Tuesday 28 April 2020
By Eric Brown| Manager, Solutions Consultants
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Mitigate the Gap between Customer Expectations and Actual Experiences
Did you know that a typical business only hears from 4% of its dissatisfied customers? Only 4%. So what is everybody else doing? Likely, they’re stewing silently in their frustration, and if not that, then they’re sharing they’re unhappy experience with others. This is particularly dangerous on expansive social media platforms.
The current market presents several challenges and chief among them is the stretching gap between customer expectations and actual experiences. As a business, not only do you want to meet your customers’ expectations but you want to exceed them, ensuring that your customers select your enterprise again and again over the rest of the competition.
Our newest whitepaper, Improving Your Customers’ Experiences, presents the challenges involved in managing customer experiences and complaints.
In this whitepaper, you’ll learn about how to improve your customers’ experiences, particularly as it relates to managing customer feedback.
Download your copy of the whitepaper Improving Your Customers’ Experiences, and visit our resource center for other available eBooks and whitepapers.
For over a decade Eric has been helping Aptean Respond customers extract maximum value from their Respond investment. Eric has seen the complaints management industry evolve over the decade to one that is intrinsic in creating customer advocates, playing a key role in customer experience programs, and ensuring operational efficiency in the complaints and feedback management operation. Today’s complaints and feedback management operations are fundamental in customer recovery, and Eric is passionate about challenging the status quo to ensure representations at all levels within an organisation.
By Eric Brown| Manager, Solutions Consultants
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